Service Desk Agent ( Staggered Shift )

Responsibilities: • Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status • Log, track and priorities all support request using the ticking system, ensuring accurate documentation and timely resolution • Provide First Call Resolution (FCR) technical support via phone and email Requirements: • Relevant technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications • End-user support experience, desktop or technical service desk. • Good understanding on Hardware and peripherals • Experience in supporting WIFI/LAN Connectivity • Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN) • Customer service orientation and patience when dealing with non-technical users • Basic Understanding of ITIL framework Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd (""PERSOL"") and its local and overseas subsidiaries and affiliates to collect, use and disclose your personal data to prospective employers/companies based in any country for purposes of evaluating suitability for employment, conducting reference checks, administering employment related services, complying with Government’s health advisories and such other purposes stated in our Privacy Policy. We may use artificial intelligence (""AI"") and machine learning technologies to support our recruitment and placement services, including screening resumes, assessing qualifications and experience, and identifying skills and job matches. Where permitted by applicable law, we may also use such personal data to develop, train, test, improve and/or fine-tune AI and machine learning technologies that support our recruitment and business operations. For more information on how we collect, use, disclose and protect your personal data, please refer to our Privacy Policy: https://www.persolsingapore.com/policies If you wish to withdraw your consent, including consent relating to the use of your personal data for AI-enabled recruitment activities and AI development activities, please email us at sg.dataprotection@persolapac.com. PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No 01C4394 • Reg. R26160508 (Leon Neo Hang Yang)